Insurance 4 That

Total waste of time and premiums – Had many items insured with insurance4that paid premiums for months and months only to when I need to make a claim it’s all via email. You cannot speak to anyone I emailed them dozens of times each email taking 3 days to reply only to not get a correct reply to my email. These emails were back-and-forth for up to 8 weeks for a broken Apple… Read more

machine, and they wouldn’t approve a repair and yet I had the machine assessed by there repaired and refused to continue with the claim without a proof of purchase. This is the worse an experience with an insurance company. I will never insure with them again. They say we are online only to reduce premiums but when I comes to making a claim it’s a nightmare.

Super Expensive and Hard to deal with – I insured a pixel 6 pro , the screen broke, they want me to pay a 200 dollar excess, and take it to a warehouse in melboune where they 'ship it off'. And they keep repeating "our quotation price is a fixed price and covers the repair and the return shipping fee with no insurance. If the customer would like to add shipping insurance the additional… Read more

cost will be AUD $100 for Pixel 6 Pro" . So i pay 100 extra dollars for postage insurance? lol i just want the phone fixed locally. i used to use a insurance company called Big Giraffe , they were great, this company is trash. It takes weeks to even get the info i need to get the phone fixed ..

No customer Service. No response – policy IFT P81DC4086. Almost a week i submitted my claim. No one responing to my emails . There is no phone service. Useless customer service. Its terrible and frustrating. Its waste of money and time. Show details

Unexpected, worried cause of other reviews but in the end a happy experience – So, I signed up for Bupa phone insurance, didn't know it was actually insurance4that until I lodged a claim after accidently damaging my phone. There was an extra payment I had to make on top of the excess which I was not too happy with originally but by the end of it all they replaced my entire Z Fold 2 phone for a brand new one. They replied… Read more

and got in contact all the way through which is really opposite of what every other review is saying. In short my experience with them has been great.

Pros - Prompt responses and they keep you updated along the entire process - They cover shipping - Easy to contact and get in touch with - Partnered with big brands like jb-hifi when sorting out the replacement

Cons - That extra payment I had to make on top of the excess (excess was 200, then an additional 216 was requested) but nonetheless they replaced the $2500 phone.

Extremely hard to deal with and unprofessional – Insurance 4 that are unprofessional, incapable, unable, Rude, money hungry. The customer service is non existent. Thought I’d signed up to bupa but I’m with this scammy company, bupa have no idea who they are!! The whole company combined have 1 brain cell between them and couldn’t run a bath let alone an insurance company. Do not use this company, they’ll take your money and You will not hear from them after that. Show details

Avoid this company like the plague! You’ve been warned!! – Do not even consider this company. You cannot call them, everything is done on email and trust me you will be waiting weeks for a response. The customer service is non existent. You also may have been under the impression you were with BUPA or NRMA for example but you aren’t. I rang BUPA as that is who I thought I signed up with and they had no… Read more

record of my policy....

This is the scammiest/dodgiest company I have ever come across. Red flags everywhere.

Avoid, avoid, avoid!!

Do not use!

Holy crap if only i knew it was a scam – There is no way to contact this company, i never went through them directly i used NRMA single item insurance which uses this company, here's what happens. Insurance4that can not be contacted. NRMA can not change my address or cancel the policy or even see that it exists. Well proper scam, call the bank and make sure the deductions are stopped from your end. Only way! Show details

Impossible to contact this company to cancel the policy when it is no longer required – Appalling lack of customer service. Do not insure with this company which is a subsidiary of IAG and NRMA. Calls to IAG and NRMA yielded nil result! Terrible company. Phone calls went around and around in circles. Will contact Financial Services Ombudsman Show details

Awesome company – Couldn’t repair my phone Samsung galaxy s10 5G so gave me a store credit at a local retail electronic store less my excess of my insured device sum! Happy to say I’ll be back! Claims was fast even know COVID 19! They couldn’t get me an 5G phone non in stock this company is not a scam! They do there best! I went though nrma side :) Show details

Can be scam/fraud – I am very sure that I have added the cover for "accidental damage". When I lodged the claim, they said there is no cover for "accidental damage" in my policy. What they probably do is, eventhough you choose accidental damage they dont put it in your policy and as you dont check your policy before the claim you can't ask them why accidental… Read more

damages do not appear in your policy. So they are just scammers.

Check and read your policy and contact them to see "accidental damages" in your policy if it doesnt appear

You cannot cancel your policy – I had three items insured for two years with insurance for that. I then sold these items and therefore no longer required the insurance. I contacted them via email four times over 6 months ( the only way you can contact them) and received many emails just saying “ yes we received your email, we are very busy at the moment and will get back to you.… Read more

No, they never replied. Next, I begin getting another set of emails from them explaining that my insurance was now due to be paid, again I contacted them, no response. In the end I cancelled my direct debit so they were unable to take the payment. Still received four more emails from them explaining that they had unsuccessfully tried to take payment and that it was denied by my bank. They then said if it was not successful then my insurance would be cancelled. Yeh! That was all I wanted to do in the first place. What a long winded affair just to cancel policy, I assume that it was just too complicated for them to sort out. They would have continued to take my money for a policy I not longer wanted if I had not cancelled my direct debit. Lack of communication and follow up the absolute worst I have ever come across.

Peace Of Mind – I originally signed up to insure my mobile device with I4T back in 2017. I unfortunately had been taking a photo over a lookout and accidentally dropped my phone which plummeted a good 40m. I4T awarded the claim and all was sorted, with no issues. After recently buying a new device, I decided to roll with I4T once again, and after comparing… Read more

reviews and costs involved with other insurers, I found I4T came out smelling like roses.

All in all, I believe by insuring your device this way, you not only save money rather than use Telstra/Optus/Vodafone insurance, at the end of the day, this company seems to be doing good things offering single item insurance backed by NRMA.

better than i thought – initially when i signed up i wasn't sure whether this is gonna work out - there's only 3 reviews and they weren't super good, but it was cheap and so I thought $70 a year for a possible protection isn't that bad, plus I always have good case to go with my iPad (actually I already spent more than double of the insurance cost on cases). Then this… Read more

Easter, I dropped the iPad and despite being in a case, it hit the rock ground hard and top of the glass shattered exposing innards, I took it to apple they said they need to replace the whole unit and it's a whopping $650.

I then remembered I had insurance for that (no pun intended) so I raised a claim.

First week there was no response. I was worried, but then I was like 'nah give it a few weeks they all respond that slow'. One of the guys contacted me 2 days after.

I was able to get it fixed within 3 weeks of the claim. I call that fast.

Yep just received my newly repaired device (actually pretty much a brand new unit I think, it came with the original wrap apple had with the ipad pro, and their appointed repair company is apple certified).

Overall, very happy about the service and definitely will keep using them.

Will still keep my iPad in a case however knowing I'm protected is really assuring.

Slowest Service in the World – Please stay away from Insurance 4 that. I submitted a claim on the 15th March. It is now the 26th March and I have still not received the progress of the claim. The worst thing is the is NO NUMBER TO CALL. Worst customer experience !!! Show details

Take care when considering this insurer – I had a terrible claims experience with this insurer. While they agreed to pay the claim, it took 3 months to finalise it with painful email only communications, many of my emails were ignored and many took days and days to receive a response. I have requested to cancel my policy - that was over 10 days ago and I still have not heard back - yet… Read more

another example of the lack of service from this organisation.

The below is a trail of my experience:

21 Oct 2018

Claim submitted due to accid damage of one of my mobile devices

22 Oct 2018

Contacted by “Revive” (did not know who they are at the time) about the claim and intent to repair. No contact received from Insurance4That (IFT) - Revive seems to be a repairer in partnership with IFT.

23 Oct 2018

Sent Revive a copy of purchase doc as requested for device and also provided a copy of replacement estimate from Apple. Revive advised they would submit to IFT to see if estimate acceptable for reimbursement

30 Oct 2018

Contacted Revive as had not heard anything. Revive promptly responded advising they had forwarded my documents to IFT and they would submit again. Received email from IFT advising they had tried to contact me and had not had a response from me. The emails IFT rep referred to were in my junk mail folder hence not received. This was somewhat strange and confusing given I received other IFT emails i.e. about my premium payments.

31 Oct 2018

I provided IFT my bank account details as IFT agreed to pay for replacement within 7 working days

9 Nov 2018

Followed up IFT as had not heard anything, now passed 7 working days

13 Nov 2018

Second follow up to IFT as still had not heard or received payment

15 Nov 2018

Third follow up to IFT by submitting a “contact us” form on their website

16 Nov 2018

Payment received for claim

17 Nov 2018

I realised Apple made error in estimating the replacement costs (Apple omitted the GST component which should have been included in total cost). Obtained revised estimate from Apple and resubmitted document to IFT and provided a detailed explanation and requested adjustment to payment.

21 Nov 2018

Sent email to IFT as had not heard anything regarding the adjustment request. Response received from IFT rep advising payment adjustment had been accepted and sent to accounts team to process

30 Nov 2018

Follow up to IFT as had not heard (passed 7 working days)

2 Dec 2018

Follow up to IFT as had not heard (passed 9 days)

4 Dec 2018

Response received from IFT advising they are following up with their Claims team about delay

14 Dec 2018

Follow up to IFT as had not heard anything (over 3 weeks since promise of payment and no contact since 4 Dec). Email from IFT apologizing and advising will follow up and see what has happened to payment

5 Jan 2019

Follow up to IFT as had not heard anything (now passing 6 weeks since promise of adjustment payment and no response or return contact from IFT since 14 Dec email)

7 Jan 2019

Cancellation notification email from IFT received for policy FT P0AECD636 citing the following reason:

“Unfortunately, because our subsequent debit attempts were unsuccessful, we had to cancel your policy and you are no longer covered.” Email notification totally unexpected and reason provided utterly false given payment for this policy was successfully drawn on 3 Jan. Claims matter was internally referred to Product Manager who took ownership to ensure payment finalization of claim can be reached.

8 Jan 2019

I stopped all payments to IFT for both policies by cancelling direct debit authorities with my financial institution.

9 Jan 2019

Email notification from IFT advising they attempted to draw funds but were unsuccessful. Note: debit was due same day as notification – taking payment from customer is robust, claims payments however, highly unacceptable.

11 Jan 2019

Adjustment payment received – claim now finalized. I requested cancellation of both policies.

23 Jan 2019

Still no one has acknowledge my policy cancellation request despite 2 follow ups - emails ignored yet again.

Observations:

- Weeks without communication / responses

- Unkept promises about follow up and response to my concerns

- No single owner of my claim, dealt with many people, most of whom didn't deal with me again

- Seem to have a huge disconnect between their claims team and accounts team where payments are made

- Over 3 weeks for initial claim payment

- Over 7 weeks for simple adjustment payment

- Notices sent in error about my direct debit rejected - indeed payments were never rejected and were made on time every month

- Immediately took action to chase me for payment i.e. same day meanwhile claim payments are taking over 2 months to be finalised.

- Called NRMA (IFT is in some kind of partnership with NRMA given it's NRMA branded) - NRMA had no idea who I am, my policy number meant nothing to them, they simply referred me to the online contact form yet they happily throw their brand on a service who's customers just don't matter!

- No call centre support whatsoever, no chat, just email - no specific service standard and SLA communicated on their website

- Exclusively dealing with email utterly excruciating given one has no idea whether received - I would suspect email service would be their top priority and a most robust part of their offering given the low cost of their op model

I had many other minor issues, but the detail above should provide a good view of my experience - I cannot recommend this insurer based solely on the lack of communication and a service level that falls short of any reasonable expectations and standards.

Was not the best experience with this new insurer – I signed up to Insurance4that approx 2 months ago to insure my mobile phone as well as my washing machine. I was glad i did, because it just so happened i was taking scenic shots in Launceston and was leaning over a fence approx 50-60m above the "Gorge" and was bitten by an insect on the back of the leg which in turn made me jerk and drop the… Read more

phone, down the cliff and somewhere onto rocks below. As I had accidental cover, my phone was fully covered. My phone been a Nokia 6 (Worth around $350-$400). I submitted a claim online as this is the only way you can deal with this company, and someone by the name of Sunny got back to me, however the most inconvenient part was the fact you have to wait around 24hrs for each reply. As annoying as it was, I was first under the impression that the excess was taken from the insured amount, this impression was given to me by the communications I had received. A comment was made in my email from Sunny stating "Your $150 excess will be collected from Revive Technologies ON OUR BEHALF" To me that means they we're paying the excess. After a week of back and forth emails, I was then told I had to payout my remaining premiums as i pay fortnightly. This seemed fair. I was then advised I had to pay an additional $150 excess. They had already sourced another phone through JB Hifi for $347. This mean't I was up for $226.91 in total. On a $347 phone.

My opinion, this insurance is misleading to say the least. However i will be making an official complaint about the misleading emails and the fact since they cancelled the policy they still continue to take money out of the account. For a company which is an offshoot of NRMA, you should be disappointed by this. Definitely not off to a good start!

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FOLLOW UP:

Received a call from Belinda whom was very respectful and further explained the process. I had also received an email the day before from Sunny giving a full detailed explaination of how it all works etc. I guess the hardest thing about I4T is it's all online and the waiting process can sometimes feel excruciating to say the least. But hey, all in all, respectful service, the issue was resolved to my satisfaction, and the claim was processed without hassle. I know that this is a new branch off IAL (Insurance Aust Limited) which NRMA use as well as others, however with time I am sure this product will suit many, especially since you can insure only 1 item.